Customer Service Manager

Lisa A. Linville

** ******* ***** ***** ****: 864-***-****

**********@***.***

Simpsonville, SC 29680 Cell: 864-***-****

Senior-Level Operations Management / Business Development

Professional Profile

High-performing, goal-focused, results driven / business development manager with 15+ years

of experience in building / optimizing organizational processes and procedures. Maximized business

results for global customer and service operations on all levels. Consistently achieve record-high customer

satisfaction rankings, improvements to the bottom line and turnaround of underperforming market share

operations.

Skilled strategist who transforms strategic plans into workable solutions and benchmarks

performance against key operational targets / goals.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment

to customer service as a key driver of company goal attainment. Lead by example and ensure the

execution of company operations policies.

Six Sigma Yellow Belt with extensive scope of responsibility, proven success, and track record

of delivering optimal results in high-growth, fast paced environments through initiatives that

exceed operational performance target and yield measurable outcomes:

* Productivity gains * revenue growth

* Operational improvements * cost reductions through improved process performance

Areas of Expertise

Business Development Multi-Site Operations Procurement / Contract

Operational Process Analysis Six Sigma Methodology Negotiations

Productivity and Efficiency Project Management (Tempo) Cost-Reduction Strategies

Improvements Performance Evaluations Revenue Goal / Growth

Program Implementation Problem Solving Attainment

Performance Solutions Budgeting and Expense Reports MS Office Applications

Cost Review / Forecasting Multi-tasked Decision Making

International development Online booking administrator Oral and written communications

Client Services Training and Leadership Trade Shows and Events

Professional Experience

BCD Travel, Greenville, SC 2003-2009

Operations Manager / Account Management

Administered, planned, organized and directed all daily operations, business development, budgeting, expense

allocation, while maintaining and exceeding profit loss goals for on-site global customer, Michelin North America.

Fostered an environment in which customers enjoy high levels of service and employees are motivated to deliver

top performance.

Managed 15 employees and $15 million budget to drive process improvements across operations, as well

as improve application processing, policy issuance and customer service.

Oversee all management-related issues, including human resources, hiring/training/mentoring team

members, conducting performance reviews, project planning / scheduling, and managing budget of up to

$15M.

Reduced staff turnover by 20% in 2004, benchmarking a record-setting improvement in staff retention due

to the success of employee-development and morale-building programs.

Managed project resources, progress, completion timeframes, and budget while exceeding key operational

performance targets, with results that include:

* 100 percent increase in quality control program * 89 percent in calls answered within 20 seconds

* 92 percent reduction in agent errors * 88 percent increase in HRM (Hotel Rate Management)

* 68 percent reduction of NRT (Non-refundable tickets)

Improved company’s process of Sales Training / Group and Event program resulting in saving department

approximately $50,000 by eliminating company’s process of purchasing vendor’s non-refundable tickets.

Nominated twice for President’s Club Award; Highest honor attainable in company.

Developed from conception to completion an internal project for Michelin N.A. to mainstream MIS

information.

Served on special taskforce charged with beta testing state of the art applications.

Instrumental in collaborating with over 50 vendors for the most successful Trade Show on record for

Michelin North America. Exemplified the second-to-none customer service delivery for which BCD Travel is

renowned in all interactions with customers.

American Express, Greenville, SC 2002-2003

Travel Incorporated, Greenville, SC 2000-2002

Operations Manager / Account Management

Managed corporate travel department for Barry-Wehmiller / Hayssen.

Provided ongoing operational and account management processes and identified and resolved operational

issues and constraints.

Developed vendor and account relationships and orchestrated project team in improving business

processes and forecasting analysis.

Piedmont Travel, Greenville, SC 1999-2000

Senior Account Consultant / Performance Solutions

Recruited by Executive Vice President to assess and develop action plan to develop processes and

procedures in resolving service levels for preferred accounts. Success rate of 100%.

Identified account opportunities and teamed with sales and executive management teams to implement

customer satisfaction programs.

Responsible for arranging individual, group, and international travel for Greenville, SC corporate accounts

exceeding over $10M

International Tours, Lexington, SC 1994-1999

Operational Manager / Account Manager

Managed International Corporate Travel Department for Pirelli Fiber Optics

Planned and administered from conception to completion two onsite travel departments, including human

resources responsibilities.

Spearheaded process-improvement projects to ensure accurate, timely data delivery, and effective

relationship with vendors, resulting in:

* 32 percent reduction in vendor costs * 100 percent on-time process of tickets

* 68 percent FTE reduction through improved efficiencies

Collaborated with customers to define sales training requirements and implemented training program

Education

Bachelor of Science in Education, Carson-Newman College, Jefferson City, TN

Relevant Professional Development

Completed numerous courses and seminars in customer service, time management, Exceptional Presentation

Certification; Essentials of Leadership; Six Sigma (Yellow Belt); Workplace Compliance; Customer and

Telephone Excellence; Employment Law; Workplace Violence

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